Julian Holliss, Townstal Garage

Julian Holliss, Townstal Garage Dartmouth

Julian Holliss has petrol in his blood, as it were! He grew up at the Totnes Cross filling station watching farm vehicles fill up, he went on to work for BP as a Commission Operator and now his family-run business operates three South Hams forecourts. He’s recently won two awards and tells By the Dart “it’s all about teamwork…”

People forgetting to pay and coming back later to apologise, people driving off with the nozzle still in the tank, the same customers coming in every day at the same time for their pack of Polos or paper – just some of the things Julian and his team deal with on a daily basis. He employs around 30 people across three sites – Townstal Road Garage, Totnes Cross and California Cross. He says he wouldn’t change his job - he enjoys the people, the challenges, the routines and the quirky moments!

“There was one time in Dartmouth when we saw a car parked on the forecourt for about half an hour and thought they must be busy in the shop but five hours later it was still there. Then a well-known customer from Seymour Drive came over to say sorry; he had come in to get something from the shop then forgotten he had driven here so just crossed the road and walked home! He only remembered when he needed the car for work later that day.”

Julian has a multi-national team who work around the clock 365 days of the year; “yes, even Christmas Day at the Townstal Road Garage,” he says. “We never used to open as it was our one sacred day of closure but a few years ago we had some volunteers to open 8am-2pm on Christmas Day and for some customers we might be the only people they see that day when they pop in for their milk.” Julian and his brother James head up the family-owned business, which started with his parents who owned the Totnes Cross garage.

Julian remembers spending his childhood evenings, weekends and holidays around the garage. Back then it was more about the fuel and oil, today it’s more focused and reliant on the shop, food and coffee. “It was a good childhood, a little bit isolated at times but I am still in contact with some of the boys from Halwell and we reminisce over 30 years later.” He says, like a farmer’s son, it was just a natural thing for him to continue in the family trade and get involved with the fuel industry.

After a short spell with BP he was given first refusal to buy the old Pitts Garage, now the Townstal Road site and he jumped at the chance; “It was just after the millennium and I remember going to my bank manager with my business plan and the idea was born. It looked very different to what you see now. The whole site was re-developed from the tanks up.”

Julian lives in Kingsbridge but he is based in Dartmouth and it is here that they have their head office dealing with the products, pricing and promotions for all three sites. He says he enjoys the highs and the lows of the job, and it’s always interesting; “most of the lows are out of my hands really, like changes in legislation and increased energy costs.” A few other challenges beyond his control were the opening of Sainsbury’s, Lidl and, more recently, the Sainsbury’s petrol station.

He says none of them brought him to his knees but he would be lying if he said he hadn’t worried about each in turn as everyone’s livelihood was at stake. “When we developed the site it was just us and Mr Sam’s shop up here at the top of town so the emphasis was on a big shop, now there’s a lot more competition and we have had to adapt. I brought in a Subway franchise, the first in the region, and a Costa Express and am constantly looking for new ranges and attractions to complement our offer.” Convenience orientated ‘basket shoppers’ are crucial for his business so he has to keep prices just right so they feel comfortable dropping in for top-ups, rather than doing everything during the ‘trolley run’.

It is his drive and determination that has helped Julian secure two major national trade awards. “I got the emails saying I had been shortlisted, then I went to London to two different ceremonies at the Hilton and the Grosvenor Hotel. I couldn’t believe it when my name was announced at each! They’re not just for me though, I couldn’t run this business without my colleagues, some of whom have been with me for nearly 20 years.” They are very keen to look after their team and develop a family atmosphere; “James and I recently invited those that have worked for the company for more than five years out for a ‘pizza and Peroni’ evening at the Crabshell in Kingsbridge. Over a dozen of us had a great evening with the only condition being not to talk shop!”

His knack for adapting to change was clearly shown back in 2011 when the local post office closed at the top of Dartmouth and Julian opened a post office branch in the Townstal garage. A local councillor approached him and explained how the community needed the facility, so he felt he had to make space for it. “I have been surprised how busy it is, sometimes by 10am on a Monday morning our trolley is full with parcels to send off,” he says. He admits it’s not a big earner but is crucial for the people of Townstal. Julian also supports the community in other ways – he gives money to charities, does sporting events to raise money for good causes and sponsors the annual Regatta Road Race, the Rugby, Football and Gig Club and Stoke Fleming Cricket Club.

When not in the shop, office or on the forecourt Julian can be found either ferrying one of his children to or from after school clubs, looking after his new puppy or on a pitch or court of some kind. “I like to keep fit and active and enjoy participating in the occasional crazy adventure. Week in week out I start most days with an early morning fitness class and I am playing squash again one or two evenings a week, I also coach my son’s age group in rugby on a Friday night with games at the weekends.”